TY  - JOUR
AB  - This study considers the impact that some organisational factors can have on a service firm’s ability to return dissatisfied customers to a state of satisfaction through service recovery. In other words, it investigates the potential impact organisational variables (modelled as antecedents) can have on the service recovery performance of frontline staff. It also assesses the impact that successful service recovery has on two outcome variables, namely, intentions to resign and job satisfaction. The results show that organisational commitment exerts a strong positive influence on the service recovery performance of frontline staff as does empowerment and rewarding them for service excellence. When frontline staff are performing service recovery effectively, they are less likely to resign and report higher levels of job satisfaction.
VL  - 11
IS  - 1
SN  - 0956-4233
DO  - 10.1108/09564230010310295
UR  - https://doi.org/10.1108/09564230010310295
AU  - Boshoff Christo
AU  - Allen Janine
PY  - 2000
Y1  - 2000/01/01
TI  - The influence of selected antecedents on frontline staff’s perceptions of service recovery performance
T2  - International Journal of Service Industry Management
PB  - MCB UP Ltd
SP  - 63
EP  - 90
Y2  - 2024/04/20
ER  -